Social media has changed not only how businesses market their products to customers, but also how customers provide feedback to businesses. Customers have found that a “viral” tweet or post about a brand can have a much bigger (and faster) effect than contacting a customer service number. BPO businesses that offer customer service through channels like call centers are now focusing on social media to find and address problems that are reported on social media. Not only that, but to also know what customers are saying generally to improve products and services.
The Role of Social Media in Call Centers and Business Process Outsourcing
You are missing the boat if you are not using social media to engage with your customers. Your brand’s reputation can be enhanced globally, and you can obtain a major competitive edge with the aid of social media. On the other hand, if you don’t adjust, you run the risk of harming your brand and losing out on the opportunity to address customer complaints. Below are the roles social media plays in call centers and BPOs.
Real-time reaction.
A committed team of agents can keep an eye on and react to customers in a timely manner. The social media network then equals the efficiency of a conventional call center, which becomes like an extension of your call center. A recent survey found that 57% of consumers would rather use the Internet to find solutions to their issues than speak to a customer service agent. By doing this, you can develop a solid plan for offering your customers a product or service that is close to perfect. Track mentions, evaluate sentiment, and identify trends in your target market by using analysis tools.
Increase brand awareness.
Social media can be used by call centers to increase customer engagement. Prospective customers are drawn in by positive interactions, and businesses can monitor customer feedback by using hashtags. They can then react to complaints made by customers and find solutions. According to one survey, up to 47% of social media users use it to share their customer service experiences with other users online. Create a customer service strategy in accordance with the values that your company represents in order to get the desired result.
An increase in customer satisfaction.
On social media, prompt responses and direct communication with customers can boost customer happiness. Domino’s used social media in 2009 to handle complaints about its staff and product and made significant changes as a result. The following quarter saw a 14% increase in revenue. Your company can experience the same thing with the right use of social media.
Increase your reach.
There are many people using social media, and they use it frequently. Facebook, Twitter, and LinkedIn together have over 2 billion users, and LinkedIn is becoming a tool for customer support. In a survey, 74% of participants said they made a decision to work with an organization based on reviews they read online. It is not only practical, but it also forges a bond between the customer and the company to be able to react to them where they are most active.
Little training is needed.
Compared to some software programs or products, call center representatives are not required to have comprehensive social media training. That is because it is already well-known to the majority of individuals. The development of call center guidelines and processes may require some training, but it’s likely that the majority of agents are already a part of the one billion strong social media community.
Choose EmpireOne Contact Center for Your Call Center Needs
Leveraging the power of social media can take your business to the next level. Businesses of all sizes now have a social media presence. You can use social media to market your products and services as well as to listen to what your customers are saying. At EmpireOne Contact Center, we help you ensure that your customers get the help they need when they need it. Our contact center strategy gives room for customers to engage with your brand on their preferred platform. Whether they choose to call, send mail, do live chat, or use social media, our customer care agents will be waiting to attend to them. Doing this will keep your customers happy and increase your business’s bottom line. Contact us today to get started.
